What is a call centre solution?

A contact centre solution enables businesses to manage large volumes of incoming and outgoing customer calls. It is a centralised system that includes various tools, technologies, and processes for handling customer interactions, such as voice calls, emails, chat, SMS, and social media messages.

What are the five pillars of a contact centre?

People – The recruitment, training, and management of agents and other staff members in the contact centre.Process – The procedures and workflows that are in place to handle customer inquiries and requests.Technology – The hardware and software systems that are used to manage customer interactions, such as telephony, CRM, workforce management, and reporting tools. Data – The collection, analysis, and utilisation of customer data and feedback to improve the customer experience and optimise contact centre operations.Strategy – The overall vision and direction of the contact centre, including its goals, objectives, and performance metrics.

What are the different types of contact centres?

There are five main types of contact centre.Inbound – Incoming customer calls and enquiriesOutbound – outbound calls such as telemarketingBlended – Handles both inbound and outboundVirtual – staff work remotelyMultichannel – across all channelsOmnichannel – across all channels and can switch between channelsCloud – hosted in the cloud

How many calls can a call centre handle?

The number of calls a call centre can handle varies depending on a number of factors, such as the size of the call centre, the number of agents available, and the complexity of the calls.

Who are the leading contact centre vendors in the UK?

The leading contact centre vendors in the UK are Mitel, 8×8, Cirrus, Gamma and Five 9, all of which Opus Technology are platinum partners with.

Voice of the Employee Solutions

Understanding employee perspectives with VoE solutions in your contact centre
to cultivate, motivate and engage agents

Voice of the Employee (VoE) solutions help you to understand employee perspectives, needs, and concerns, to enable managers to foster a positive work environment that enhances employee satisfaction and translates into better customer experiences.

Our Voice of the Employee solutions measure a range of metrics including employee engagement, leadership effectiveness, team efficiency, work environment satisfaction, and employer brand perception, to address all aspects of the employee experience.

Fully analyse employee sentiment and trends across all areas as a true reflection of employee engagement

VoE solutions utilise both general and specialised surveys to capture a comprehensive view of employee sentiments over time, covering aspects like engagement, leadership effectiveness, team efficiency, work environment satisfaction, and employer brand perception.

Advanced analytics tools analyse collected feedback to identify trends, patterns, and areas for improvement, generating detailed reports with key insights and recommendations.

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CLIENT CASE STUDY

We reduced cost per contact by 18% and improved agent satisfaction and CX for Which? the UK’s leading consumer champion.

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Address areas of improvement to improve both the customer and employee experience with VoE solutions

Employee feedback survey results are benchmarked against industry standards, country-specific metrics, and key competitors, allowing organisations to gauge their performance against peers and industry norms.

Based on analysis and recommendations, our Voice of the Employee solutions help to create detailed follow-up plans grounded in proven best practices to address identified areas for improvement.

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Drive success through satisfied employees with Voice of the Customer solutions

By understanding how employees feel about the company and their colleagues, organisations can directly impact business performance. Satisfied and engaged employees are more productive, innovative, and customer-focused, leading to improved outcomes.

Aside from that, investing in employees’ mental well-being fosters a healthier and more productive workforce, as Voice of the Employee solutions help identify and address factors affecting the mental health of contact centre agents.

We deep dive in to how you can reduce contact centre overheads using AI

Achieving the balance between delivering high-quality customer experience and maintaining financial stability within your contact centre requires careful navigation. This handy guide explains how you can achieve exactly this.

READ THE GUIDE

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Benefits of implementing VoE solutions

MONITOR CORE VALUE ALIGNMENT

Ensuring alignment with organisational core values is critical for maintaining morale and cohesion, with Voice of the Employee offering insights into employees’ perceptions and enabling necessary adjustments.

GAIN GENUINE EMPLOYEE INSIGHTS

Voice of the Employee solutions provide tailored insights into employees’ specific needs and preferences, allowing businesses to invest resources effectively in initiatives aligned with their objectives.

Read our live client feedback

Find out more about how Opus can add value to your business

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